Job Description - Front Desk Supervisor (HOT0AZHE)Work LocationsHampton by Hilton Sandton GraystonCorner W Rd N and Grayston driveJohannesburg 2001A Front Desk Supervisor supervises the activities managed at the hotel front desk, including check-in/check-out, guest requests, concierge services, and promotion of in-house activities.What will I be doing?Come to work every day with a smile on your faceExecute duties as assigned by the Guest Operations Manager and GMWork within the FO team and carry out the same roles like our FO Hosts, but take on additional 'supervisor' responsibilitiesBe a role model for others concerning brand-specific behaviours and passionate, friendly guest serviceAssist in providing a positive work environment to Front Office team members that allows everyone to thrive and fulfil their potentialSupervise and support FO Hosts in delivering outstanding, brand unique customer service in all shifts (early, late, night)Be willing to roll up your sleeves and help in other departments during busy periods and as requiredRegularly attend mandatory F&B service trainings to be ready to work shifts in F&B service if required. Duties of a FO Supervisor who is scheduled to work in F&B can also include the order-taking, delivery of any food and/or beverage items, and clearing of tablesMonitor Guest Feedback (SALT; Social Reviews) in every shift and initiate corrective actions immediately if necessary, to ensure positive guest experiences in our hotels at all timesPlan and train new and existing FO and F&B Hosts on processes, products, systems and brand-specific guest service delivery as per guidance of the FO Team Leader and Guest Ops ManagerBe a positive and very active contributor in meetings (e.g., Huddles) with the FO team to help achieve / maintain a high level of trust & engagementVolunteer to participate in company campaigns such as Travel with Purpose and become an outstanding Brand AmbassadorEvery 6 months, rotate to a new 'Champion' area (e.g. Hilton Honors, CleanStay, rostering) – our supervisors are responsible for taking ownership of their specialist area and ensuring the hotel is meeting and exceeding expectations in relation to thisCoach 2 – 4 guest experience team members, as assigned on a rotating six month scheduleIn regular (e.g., monthly) departmental leadership meetings, update HOD and/or Team Leader on the performance and progress of 'coachees' and suggest development opportunities for them in the coming monthOn-board and supervise assigned 'coachee' team members, ensuring execution of agreed development or performance improvement actionsDemonstrate an awareness of guest priorities, anticipate needs, build rapport and resolve guest problems very quickly and in a brand-specific mannerClose guest transactions in FO effectively, solicit feedback, and deliver a memorable brand-specific goodbye (Check out)Provide constructive suggestions/feedback to the GOM and FO Team Leader on products and processesWhat are we looking for?Front Office experience in the hotel, leisure, and/or retail sectorStrong commercial/business awareness and demonstration of sales capabilitiesCalm, organized work ethic with the ability to prioritize and meet deadlinesExcellent supervisory, inter-personal, and communication skillsA passion for delivering exceptional levels of Guest serviceWhat will it be like to work for Hilton?Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision "to fill the earth with the light and warmth of hospitality" unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!EOE/AA/Disabled/VeteransScheduleFull-timeBrandHampton by HiltonJobGuest Services, Operations, and Front Office
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